Hospitality …. Mountaineer Style. Symptoms of Today’s Business Challenges. Organization Stress Shrinking Brand Loyalty Increased Price Sensitivity Heightened Competition Increasing Customer Knowledge Demanding Customers. Today’s Economy is Coming Back …but not like it was.
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Will today’s customer buy from you or your competition?
...and sharing their scores!
You aren’t in the coffee business serving people.
You’re in the people business
Howard Schultz, Starbucks
The right people
How about me?
The inherent ability to look at every
Customer interaction as an opportunity
to create a smooth, seamless and
memorable service experience.
"An empowered organization is one in which individuals have the knowledge, skill, desire, and opportunity to personally succeed in a way that leads to collective organizational success.“Stephen R. Covey, Principle - Centered Leadership
We are judged by people through what we say, how we say it, our body language, facial expressions, our tone of voice, and the way we answer the phone.
Your company is judged by the way your telephone is answered.
enough are you to plan what happens in this important moment?
Wouldn’t it be nice to....?
Will Customers talk + or – about their experience with you?
Customer’s or the Company’s
“Executives say that the way their organizations interact with customers will be the greatest challenge in their operations.”
Economist Intelligence Unit – Business 2010
Your competition is waiting for your customers to become dissatisfied with your lack of customer service.
We will always be defined in the marketplace by what our customers say about us.
Raise the bar
THE STATUS QUO
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